State of the Union: Addressing the Latest Trends in Government Contact Centers
Dona Cage, an Executive Board Member of the CRM Association, opens IQPC's 2010 Government Contact Center Summit with a keynote presentation concentrating on the latest trends in call centers within the public sector. Cage talks about how the dynamic can be a difficult one since consumers and tax payers expect short turnarounds when it comes to improved best practices, but changes rarely come fast in government due to regulations and procedures. She also touches on the fact that policy makers in government understand the needs of their constituents but not the dyanmics of a call center, which makes the marriage a challenging one. Cage offers up advice on how to make the relationship run smoothly.